GAD - Address Book

[Gulden_NL]

I am wondering if anyone here has implemented GAD where an address book is included on the desktop.  Plenty of variable ways to deploy, but at this point just wondering if there is any first person experience here.

[Timur Karimov]

Hi
U make me a little bit confused...Then u tell about GAD - did  u mean standard Genesys Agent Desktop or jast use this acronym as the general term ? I ask about it, coz Genesys Agent Desktop already have contact/adress book in a box. But it need to install the Universal Contact Server what came with Multimedia Suite.

Can u a little clarify u question ?

WBR Thaler

[Gulden_NL]

Yes, I am referring to Genesys Agent Desktop.  And I realize that the address book comes with GAD, but am curious if anyone has actually used it.

I've spoken with several knowledgeable Genesys employees who haven't actually been engaged with a customer that is using this feature.  We all feel that it may be suited more toward small deployments rather than large.  I am getting ready to kick off a design phase for a 5,000 seat deployment of GAD which will likely have requirements such as address books in a "multi-tenant" mode where the business division #1 has their own book, #2 has their own book, #3 has their own book, etc with no sharing between divisions.

Many other thoughts around what they will ask for, but at this point I am curious if anyone here has actually deployed address book and if so, were there any customizations?

[René]

Hi,

What do you mean by term "address book in GAD"? Contacts stored in UCS database?

R.

[Timur Karimov]

our customer use it.

[cavagnaro]

That is not an address book exactly, but customers interactions, it creates a customer per each phone call the CC receives.

[Gulden_NL]

Rene', from what I can tell from the documentation, that's the normal deployment.  I am not convinced that this deployment will satisfy the customer's requirements to have multiple address books in various divisions.

[Timur Karimov]

[quote author=Guilden_NL link=topic=4774.msg21363#msg21363 date=1255562279]
Rene', from what I can tell from the documentation, that's the normal deployment.  I am not convinced that this deployment will satisfy the customer's requirements to have multiple address books in various divisions.
[/quote]
Hi
You may achieve this functional by two different way:
1) Expansive  - Install separated environment( i mean GAD+UCS) for  different division. I don't like this way and don't know how it can be work in production.
2) Extensive - Disable default contact pane, which don't support personalization. And create you own custom scripts, which can be show contact on new pane with all personalization futures what meet the challenge of you customer.

WBR Thaler

[René]

Guilden_NL,

I agree with you that your customer won't be happy with build-in functionality . In fact we're talking about contact history rather than address book. And customization of this feature is quite limited. It's possible to implement own presentation of contact's details but I'm quite sure it isn't possible to customize search page. It means search will always run over all available contacts.

R.

PS. I'm talking about supported customizations. Of course, it possible to modify GAD's JSP pages directly but that isn't recommended and supported way.

[Timur Karimov]

My five cent

In fact - if customer start talking about serious services around customer contact - like the rich contact/address book, sales history something else they need start thinking about CRM services.